Enhancing customer orientation of service delivery systems: an integrative fr…

To streamline and improve their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to …

Disentangling customer orientation – executiveperspective

Despite the fact that customer orientation is increasingly used as a strategic guideline to ensure companies’ long-term success, it is too often left at conceptual level without any managerial or executive translation. To address this practical gap, the purpose of the paper is to build an executive perspective on customer orientation through the mechanism of customer value dimensions.

Effects of organizational and serviceperson orientation on customer loyalty

Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson’s orientation may differ or even conflict with the organization’s orientation. There are two purposes to this paper. The paper first aims t…

How supply chain oriented is the port sector?

Edisi

-

ISBN/ISSN

0925-5273

Deskripsi Fisik

14 p.

Judul Seri

Int. J.ProductionEconomics

No. Panggil

ATC PO TON h

Customer orientation of service employees : its impact on customer satisfacti…

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motiv…

An assessment of the integration of seaports into supply chains using a struc…

The changing role of seaports in supply chains has been the subject of extensive research in the recent literature. The strategic development of seaport terminals, responding to the need for closer integration into supply chains, invites a more detailed examination of the influence of the supply chain structures on seaport performance. Therefore, this paper aims to investigate the effects of su…

Explaining why employee-customer orientation influences customers’ percept…

The purpose of this paper is to examine why employee-level customer orientation (CO) influences the customer experience in a service setting.

Supply chain integration, information technology, market orientation and firm…

The purpose of this paper is to use a theoretical framework (i.e. resource-based view) to investigate causal relationships between the supply chain integration, market orientation, information technology (IT) application and firm performance of container shipping firms in Taiwan.

The moderating effects of Internal orientation and market orientation on the …

The objectives of this research are to develop the variables which moderate the relationship between commitment and transportation services and to analyze the moderating effects of the variables. The conceptual and operational definitions of the variables were ascertained from prior research. The reliability and validity of collected data were tested by various methods and hypotheses are tested…

The effect of market orientation on relationship commitment and relationship …

The aim of this research is to suggest methods for managing the relationships between firms through verifying the relationship between the market orientation, relationship commitment, and relationship effectiveness of port logistics firms. The population is port logistics firms, the sample frame is the membership list of the Busan Port Authority, and the sample is 182 which were extracted by ra…

Spillover effects of a firm's relationship marketing orientation in the logis…

The central tenet of this paper is that a firm's efforts to nurture a long-term relationship with a third-party logistics (3PLs) will be influenced by its strategic orientation toward its own customers. The purpose of this paper is to propose that there will be a spillover effect of a firm's relationship marketing orientation (RMO) toward its customers on the nature of a firm's relationship wit…

Service orientation and dynamic capabilities in Chinese companies: A macro-an…

The purpose of this paper is to discuss and reflect upon some of the major (quality) issues concerning supply chain management (SCM) for Chinese companies.

Market-oriented sustainability: moderating impact of stakeholder involvement

The theoretical framework for market-oriented sustainability developed by Crittenden, Crittenden, Ferrell, Ferrell, and Pinney, in which the relationship between organizational culture and performance management is theorized as moderated by stakeholder involvement, is empirically assessed. The paper aims to discuss these issues.

An empirical analysis of the components of retailer customer loyalty programs

This paper sets out to determine the benefits offered to customers and activities taken by retailers, whether or not they have formal customer loyalty programs, whether there are differences in the benefits/activities of retailers with and without formal loyalty programs and finally, whether specific benefits/activities of retailers can predict whether or not they have formal loyalty programs.

Relationships among market orientation, JIT, TQM, and agility

The purpose of this paper is to investigate the adoption of a market orientation (MO) coupled with implementation of just-in-time ( JIT), total quality management (TQM), and agile improvement programs within manufacturing organizations from a macro perspective using systems theory as the theoretical underpinning. From a systems perspective, this research focuses on MO and its direct relationshi…

The role of marketing in supply chain management

The concept of supply chain management (SCM) started in the logistics literature, and logistics has continued to have a significant impact on the concept. This study, however, proposes that the concepts of the marketing concept, a market orientation, relationship marketing, and SCM are not separate. Rather they are inextricably intertwined. The main purpose of this study is to highlight the r…